Service Management System (SMS) RFI 130-WTCC1815310649 Sourcing Event

Location:	North Carolina
Posted:	Nov 4, 2025
Due:	Nov 26, 2025
Agency:	State Government of North Carolina
Type of Government:	State & Local
Category:	70 - General Purpose Information Technology Equipment (including software). D - Automatic Data Processing and Telecommunication Services R - Professional, Administrative and Management Support Services
Solicitation No:	Doc1815310649
Publication URL:	To access bid details, please log in.

Solicitation Number:	Doc1815310649
Project Title:	Service Management System (SMS) RFI 130-WTCC1815310649 Sourcing Event
Description:	Service Management System (SMS) RFI 130-WTCC1815310649
Opening Date:	11/26/2025 2:00 PM
Posted Date:	11/5/2025
Status:	Open
Department:	WAKE TECHNICAL COMMUNITY COLLEGE


Solicitation Number * Doc1815310649	Department WAKE TECHNICAL COMMUNITY COLLEGE	Status Reason Open
Opening Date 2025-11-26T14:00:00.0000000	Posted Date * 2025-11-04T18:19:56.0000000Z	Commodity Code Cloud-based software as a service
Mandatory Conference/Site Visit — —	Special Instructions —	Solicitation Type * Select RFP IFB RFI
Owner Abelardo Lopez
Description Service Management System (SMS) RFI 130-WTCC1815310649

Attachments RFI 130-WTCC1815310649 - AL25 SMS FINAL.pdf (553.22 KB) RFI 130-WTCC1815310649 Vendor Question.xlsx (11.72 KB)

Attachment Preview

STATE OF NORTH CAROLINA

Wake Technical Community College

REQUEST FOR INFORMATION NO.

130-WTCC 1815310649-25AL

Due Date: November 26, 2025

Refer ALL Inquiries regarding this RFI to the

procurement lead through the Message

Board in the Sourcing Tool. See section 2.0

for details.

E-Mail: aclopez6@waketech.edu

Issue Date: November 4, 2025

Commodity: 811620 Cloud-based Services

Using Agency Name: Wake Technical Community

College

NOTICE TO VENDOR

Refer ALL Inquiries regarding this RFI to the procurement lead through the Message Board in the Sourcing

Tool. See section 2.0 for details.

EXECUTION

VENDOR NAME:

STREET ADDRESS:

CITY & STATE:

TYPE OR PRINT NAME & TITLE OF PERSON SIGNING:

AUTHORIZED SIGNATURE:

E-MAIL:

P.O. BOX:

ZIP:

TELEPHONE NUMBER: TOLL FREE TEL. NO:

FAX NUMBER:

DATE:

Rev 2017/02/27

1.0 EXECUTIVE SUMMARY

This Request for Information (RFI) is intended to collect information and recommendations to assist Wake

Tech Community College (WTCC) with developing plans to implement a robust IT Service Management

System (SMS)/Computerized Maintenance Management System (CMMS) solution that supports the

management of IT and Facilities incidents, preventative maintenance, and service work orders for the College.

Request for Information (RFI) is intended to request information only from vendors to address the desired

features and specifications as outlined in Section 3.0. No contract will be awarded resulting from this RFI.

Wake Tech Community College (WTCC) requests detailed point-by-point responses showing how your firm

would address the items in sections 3 and 4 of this RFI:

2.0 RFI PROCEDURES

A. Schedule

The table below shows the intended schedule for this RFI. WTCC will make every effort to adhere to this schedule.

Issue RFI

Vendor Submit Written

Questions

Provide Responses to

Vendor Questions

RFI Submittals Due

WTCC

Vendor

WTCC

Vendor

[TBD]

November 11, by 2pm et.

November 17, by 2pm et.

November 26, at 2pm et.

Respondents may be invited to present and discuss their submissions. Respondents will be notified of the

specific date and time at least two weeks in advance.

B. Clarification Questions

Upon review of the RFI documents, Vendors may have questions to clarify or interpret the RFI in order to

submit the best response possible.

Questions related to the content of the solicitation, or the procurement process should be directed to the

person on the title page of this document via the Sourcing Tool's message board by the date and time

specified in the RFI SCHEDULE Section of this RFI. Vendors will enter “RFI # 130-WTCC1815310649 –

AL25 – Questions” as the subject of the message. Question submittals should include a reference to the

applicable RFI section. This is the only manner in which questions will be received.

Questions or issues related to using the Sourcing Tool itself can be directed to the North Carolina

eProcurement Help Desk at 888-211-7440, Option 2. Help Desk representatives are available Monday

through Friday from 7:30 AM ET to 5:00 PM ET.

Questions received prior to the submission deadline date, the WTCC’s response, and any additional terms

deemed necessary by the WTCC’s will be posted in the Sourcing Tool in the form of an addendum and

shall become an Addendum to this RFI. No information, instruction or advice provided orally or informally

by any WTCC personnel, whether made in response to a question or otherwise in connection with this RFI,

shall be considered authoritative or binding. Vendors shall rely only on written material contained in an

Addendum to this RFI.

Rev 2017/02/27

C. Response

WTCC recognizes that considerable effort will be required in preparing a response to this RFI.

However, please note this is a request for information only, and not a request for services.

The Vendor shall bear all costs for preparing this RFI.

Vendor’s proposals for this procurement must be submitted through the Sourcing Tool. For

training on how to use the Sourcing Tool to view solicitations, submit questions, develop

responses, upload documents, and submit offers to the State, Vendors should go to the following

site: https://eprocurement.nc.gov/training/vendor-training

Questions or issues related to using the Sourcing Tool itself can be directed to the North Carolina

eProcurement Help Desk at 888-211-7440, Option 2. Help Desk representatives are available

Monday through Friday from 7:30 AM EST to 5:00 PM EST.

Tips for Using the Sourcing Tool

1. Vendors should review available training and confirm that they are able to access the

Sourcing Event, enter responses, and upload files well in advance of the date and time

response are due to allow sufficient time to seek assistance from the North Carolina

eProcurement Help Desk.

2. Vendors may submit their responses early to make sure there are no issues, and then submit

a revised response any time prior to the response due date and time. The State will only

review the most recent response.

3. Vendors should respond to all relevant sections of the Sourcing Event. Certain questions or

items are required in order to submit a response and are denoted with an asterisk. The

Sourcing Tool will not allow a response to be submitted unless all required items are

completed. The Sourcing Tool will provide error messages to help identify any required

information that is missing when response is submitted.

4. Simply saving your response in the Sourcing Tool is not the same as submitting your

response to the State. Vendors should make sure they complete the submission process and

receive a message that their response was successfully submitted.

D. Content and Format

WTCC expects concise, detailed, point-by-point responses to each of the RFI response items

identified in Section 3.0 RFI Response Items of this RFI. WTCC is not interested in brochures

or “boilerplate” responses. Instead, responses should clearly define how the vendor’s

proposed solution(s) would meet WTCC’s business requirements. Any issues or exceptions

to WTCC’s requirements should also be identified and explained.

The response should define all services that would be required by the proposed solution. The

response should also include:

 The vendor’s understanding of the project and services by addressing WTCC’s business

requirements.

 An estimated total cost of ownership for the solution including continued compliance with

emerging industry standards.

 The proposed solution’s ability to expand and evolve to serve other WTCC's sites either

inside the Raleigh area or in other county locations and also meet all of the service and

performance requirements identified in this RFI.

F. Multiple Responses

Multiple responses will be accepted from a single vendor provided that each response is

comprehensive, meets all of WTCC’s requirements, and is truly unique. Please place in

separate envelopes and clearly mark responses as “Response #1, Response #2, etc.

Rev 2017/02/27

3.0 RFI Response Items

3.1 Introduction

Wake Technical Community College (WTCC) is in the process of developing plans to implement a robust

IT Service Management System (SMS)/Computerized Maintenance Management System (CMMS) solution

that supports the management of IT and Facilities incidents, preventative maintenance, asset management

and service work orders for the College.

Rapid institutional growth over the last several years drives the need to redefine our current service

management model to one that focuses on service delivery that (1) establishes positive relationships and

meets the needs of faculty, staff, and students, (2) minimizes risk of service disruption or failure, (3)

includes efficient processes that connect support functions, (4) facilitates continuous improvement, and (5)

can accommodate expected growth.

WTCC’s goals for implementing a comprehensive end-to-end solution are:

Customer Experience & Service Quality

 Improve customer satisfaction and operational efficiency by streamlining processes, reducing

errors, and enhancing communication.

 Provide self-service options and improve the accuracy of ticket categorization and

recommended solutions.

 Enhance service level success by improving response and resolution times through AI tools.

Automation & Intelligence

 Implement automation to improve service delivery and operational tasks.

 Use AI tools to support faster resolution, smarter routing, and predictive analytics.

Operational Efficiency & Cost Optimization

 Streamline processes and reduce operational costs, including full lifecycle management of

tickets, assets, and resources.

 Optimize resource utilization to ensure effective use of staff and tools.

Strategic Alignment & Agility

 Increase organizational agility and align service management with operations, business, and IT

goals.

Visibility & Reporting

 Real-time dashboards and reporting to monitor performance, SLAs, and operational metrics.

The selected solution will handle the full service management lifecycle including problem management,

incident management, event-triggered work orders, service level management, change management,

preventative, scheduled maintenance and knowledge management. As such, WTCC seeks a solution

provider with proven experience implementing enterprise deployments, process re-engineering, service

management and support.

3.2 Multi-Department and Campus Support

 Ability to handle multiple departments needs and processes for requests, incidents/problems, and

preventative maintenance of assets on multiple campus locations

 Must support Information Technology Services, Facilities, Human Resources, Finance, and Student

Services operations

 Support outside of normal business hours

 Visually well‐designed and user friendly

 Distinct work queues that allow tickets/requests to be managed by multiple work groups

 Categorization and prioritization of tickets/Ticket assignment and routing rules

 Role-based access to catalog items (a way to limit who sees what selections based on system roles

and/or titles/department/campus)

 Support scheduled ticket generation of preventative maintenance

Rev 2017/02/27

3.3 Workflow Automation and Request/Incident Management

 Configurable workflows for ticketing, approvals, and escalations (Drag and Drop builder/No Code

workflows)

 Proactive scheduling of Preventive Maintenance work orders and complex processes such as new

employee onboarding needs and decommission/installation of labs with 25+ assets

 Customizable screen/fields per request or incident type (dynamic based on selections)

 End user surveys and a report/screen to show score results

 Auto sending of customer satisfaction surveys upon work completion, and reminders

 Ability to limit sending of surveys by category (1 per 30 days)

 The ability to set who can view surveys for each category

 The ability to not show surveys to "technician" role

 Ability to merge, group, link, and/or create parent child relationships for tickets with related issues

 Automatic system notifications provided to users or administrators when pervasive issues are logged.

 Supports easy collaboration and resolution of tickets with multiple resources assigned

 Capability to communicate with requester directly from the work order/ticket (emails/chats/chat

bots/AI...)

 Ability for the requestor and assigned resolver to share attachments

 Ticket status easily visible to requesters

 Full ticket lifecycle logging and tracking of assignments with labor, materials/assets, and services to

work orders/tickets

 All technician(s) actions (support multiple tech actions and labor per ticket: resource management)

 All ticket actions (assignment and reassignments of resources, linking of materials/assets to tickets,

communications, workflow processing statuses and steps)

 Email to ticket functionality

 Ability for requestor to edit or close their request and communicate with group queue/assigned ticket

processor

 Easy routing of tickets to work queues (IT incident, preventative maintenance, service request) by

ticket category and campus location

 Automatic escalation of tickets based on defined SLAs and workflow rules

 Ability to submit requests/tickets on someone else's behalf

 Quick Phone Log Screen/Call Log Feature

 Supports event triggered ticket creation for employee needs such as key, account, furniture, and

location change requests

 Assigned resources receive email notifications at the point of assignment

 Preventative maintenance (PM) / recurring tickets: Associate assets to preventative maintenance

request and tickets, Ability to manage the frequency of preventative maintenance (ex. day, week,

recurring date/day of month), Attach manuals, Ability to scan barcodes/QR codes to pullup and log

when preventative maintenance is performed

3.4 Core System functionality

 Clearly defined system roles and responsibilities/Permissions (roles and access levels)

 System configuration is preferred over customization - Drag and drop system configuration/Simplistic

system administration

 Web-based software in a vendor hosted or cloud environment (SAAS) and Utilize SAML Single Sign

One

 Supports establishing, tracking, and measuring service level agreements (SLAs).

 Supports multi-level approval processes necessary for processes like office moves, on-boarding/off-

boarding, computer replacement, and catalog updates

 Global system status notice/announcement area

 Information Technology Infrastructure Library (ITIL): Service Catalog, Asset Management, Change

Management, Software Management, Knowledge Management

 Audit trails and activity logging

Rev 2017/02/27

This is the opportunity summary page. It provides an overview of this opportunity and a preview of the attached documentation.

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Service Management System (SMS) RFI 130-WTCC1815310649 Sourcing Event

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